Infrasource

Hello,RPM has responded to Ms***'s emails regularly Most of the emails have been returned within 48-hours, but I believe that Ms*** believes that this is not fast enough We have answered all of her questions, but it seems that the issue is that she does not accept the
answers that are given Below is an email that I personally sent which addresses I believe every issue stated in this complaint This email was sent prior to the complaint being sent which is an example of me providing an answer, but Ms*** not accepting it Microwave - I have asked Ms*** to provide the warranty info on the microwave and have stated I would call to get the warranty to reimburse her for this I never received this info I even offered that RPM will warranty the new microwave since we do not have the papers that come with it.HVAC - Yes, we replaced a faulty dual capacitor on the AC unit The $unit was a furnace that was installed and these two items are not one in the same If it is believed that an AC and a new furnace were installed for $3,000, I have no idea how to explain that this just doesn't make sense These items can each cost this amount if not upwards of this amount Approval - Ms*** had an executed management agreement with RPM which allows for repairs to be made RPM provides management services and repairs items that must be fixed to allow a tenant to live in a safe environment We have not procured this maintenance and it has been reported by the tenant In an effort to provide good customer service to both the tenant and Ms***, we have completed these repairs in a timely manner The tenant has been extremely happy with our services I believe that Ms*** is not happy about these due to monetary reasons and not reasons associated to the validity of the repair The fact that Ms*** has asked for a full refund is a reflection of that The only way to explain this is sometimes investments do not return at the level of expectation This is at no fault of the management company or the tenant It is extremely unrealistic to ask a management company to call an investor before every repair RPM runs the risk of discrimination if it is left to the Investor to approve or decline each repair especially if the investor is under capitalized Ms*** has made reference that the money collected is used to pay a mortgage which is common red flag of being under capitalized or having a limited understanding in real estate investing RPM's decisions to make repairs are made based on local ordinances/codes, reputation and client(tenant and Investor) satisfaction.Final paperwork - The final paperwork has been sent to Ms*** Our response was that it would take up to days to have this to her She has stated that we have not responded to this, but this is false Ms*** made reference in emails that we will write that it will be days, but will only say a date verbally Ms*** has been very untrusting of what we say versus write She has made numerous comments about us, "putting it in writing" and using the words "fraudulent"In closing, we have answered all of Ms***s questions but the answers do not suffice Hi ***,I have been able to research your concerns. My responses are in BOLD;Up until today, I have been unable to get a response on when the paperwork and funds for my house would be sent. The only response I got (several times to the same question) is 'up to days.' Seriously, that doesn't tell me anything. And when I tried to confirm that the days is from when I canceled in writing (Nov 14), I got the same response, 'up to days.' She finally confirmed today on the phone (when she finally called from my initial request to call me on Nov 14), that yes, it would be by Dec14. Interesting that I can't get that in writing/email, but she will call me to tell meI am unclear about why that isIs that so when I don't get the information, she can deny that she confirmed that date?*** I am not sure I understand the concern here unless you are stating that we are fraudulently doing something "Up to days" is Dec 14th. There would be no reason for us to not put this in writing. We agree, you canceled 11/and we will have all accounting performed by 12/14.As of this morning, I wanted to confirm that all of the documents for my property will be sent via certified mail no later than December (which she has only agreed to verbally), and more importantly, I want to confirm that the purchasing and repair information will be included (in particular for all of the repairs that were performed without my authorization, after I stated in writing months ago, that I needed to be contacted for all repairs) She refused to confirm what is in the file, and stated simply that what is in there would be sent (and told me she wasn't going to get up and check).*** Yes, all documents that we have will be provided to you and sent by 12/14. By way of the Management Agreement, this is your authorization for work performed. RPM does not allow for any of our investors to simply request that all repairs be approved by them as this creates a conflict of interest for RPM and allows room for discrimination. This request allows for legit repairs that must be completed according to local laws and RPM policies to be declined by the investor where the decision is derived from their financial situation.I am being billed and overcharged for services that I did not authorize, and I want evidence of the work doneSince you replaced a microwave that was new and under warranty, I want to the paperwork for the new one (including the purchasing information) since that is the first charge of several I plan to disputeFurther, there was a charge for disconnecting alarm wires, yet, those were all disconnected before I movedYet, I can't get any information/clarification about thatI also want to ensure I get the information for the furnace that was installed last year as I will need for it when I sell the house. *** Please forward me the warranty info that you have on the microwave. I will call the warranty company and advise them of the situation and ask them to reimburse us since we had to install a new one We don't have booklet's or anything that I am guessing you are requesting for these items. I can probably get model numbers for you and you can do a search online search to bring up the owner's manual. Honestly, I have purchased and sold many houses over the last several years and I have never seen any house that had info on the furnace. I assure you that you won't need anything as all that is needed is the disclosure that they work. We don't have any info on the microwave. This is just a typical repair that we do every couple of weeks and I have never been asked for the paperwork on it. If you have any issues with it, just let me know. RPM can warranty it for you for year.Of course, today is the culmination of weeks of dealing with Chellsie and getting nowhereI originally called her on Nov and left a voicemail messageI followed up with an emailShe emailed me back to tell me she would call me the next dayShe never didShe then emailed me again to tell me sorry she didn't call, then proceeded to just email back and forthFinally, today, she called (three weeks later)She consistently says the same thing, but never actually listens to my questions or concernsMy entire experience with your company was great up until July, after that I have had nothing but problems and I just wish to be done with this (which of course, I can't do until I get the paperwork and funds owed to me).***You state that you originally called on 11/which is when you have stated that you want to cancel. What issues have you had from July - Nov? These past few months have been some of my worst customer service experiences ever. And to culminate with a final call that ends with "well if it is in the file, you will get it," and "I'm not going to get up and check right now," is just beyond unacceptable. What I am trying to avoid is getting information after days only to find out some of what I am asking for is not includedI also want confirmation in writing that these items will be sent via certified mail no later than December (which of course, she will tell me on the phone, but in email she only states, 'it can take up to days.').*** I don't believe that you are going to get everything that you are demanding based on the comments above. You are going to get a statement of accounting, keys, leases, etc and it will be sent by certified mail. I am sorry that you have had a negative customer experience. We have made some changes over the last few months and I have received many compliments from our Investors on how we have become a better company. If the quote above is what Chellsie stated exactly, then this will be something that I will discuss with her as being rude is not allowed in the company. My staff is extremely busy day to day so I understand her not having the time to check on your demands at that exact moment, but the RPM policy is that within hours we need to address the concerns If you want the emails, let me know. I am not going through to copy/paste, but I can just forward them to you (of which there are dozens).*** I don't need the emails.I have not heard back from you regarding my call/email of last weekIn further reviewing the charges against my account, I see that I was charged (without approval) $for a bad dual capacitor. However, I had just replaced the entire A/C unit (through your office), so I am unclear why something like this would not be routed through the warranty/installation company. Once again, this is an unauthorized charge that doesn't make sense. Another I plan to dispute.*** I see a furnace replacement last year. I do not see where we performed an AC replacement. If I am being honest, the reason of we are not providing info on the appliances usually is not reasons to why I see Investors terminate an agreement with us. We have placed a good tenant in the property and yes, she does call in items when they need fixed but RPM is not procuring any of these items. We are reacting only. When I meet with investors and we discuss maintenance, I always state and it is common when owing rental property to budget for months of the rent for maintenance or 1% of value(see link below)...whichever method you prefer. It is important to note that this is average and when you have a year with a large purchase(ieFurnace) your budget may be slightly out of line. Again, if I am being honest, what I am hearing when I read the above concerns which is based on you using the words "unapproved repairs" is that you are concerned about the budget on the house. When we know there is a budget concern, there are different things we can usually do once we are informed. Here is the link;
***I believe that I have addressed all of your concerns. If not, please let me know.Thank you, Shaun

RPM has followed the executed management agreement in its entirety Some of the items that are in our agreement such as the cleaning, tenant replacement guarantee, walk through assessment take place during the duration of the contract This agreement was terminated prematurely and
therefore, RPM did not have the ability to perform such services This agreement was terminated based on a vendor's pricing estimate of which RPM has no control of This vendor gave an estimate to fully remove mold from a property and bring the property back to the same status once the mold was removed The scope of the project was extensive This investor hired a different company that completed only a small percentage of the scope that our vendor proposed It is in the opinion of RPM that this investor selected this company based on price alone without consideration of habitability for the tenant in future or present. I did state that this investor should move on if there is no trust, but I did not imply that we would not follow the management agreement that is executed I believe that it is a standard business practice to follow an agreement and that is what RPM has done.This investor has now began to participate in slander of RPM In exchange for a civil suit for this action, I have offered a full refund of the amount requested This no way suggests that RPM has done any wrong doing and is quite contrary to this This is being offered as a good gesture as RPM is a responsible company that is interested in maintaining properties that are in a clean, safe condition for our tenants and we want to work with investors that are like minded This refund is being offered eliminate any ill feelings of RPM wanting to "maximize profits" I emailed the release document to this investor on and it has yet to be returned, but it has been acknowledged that it was received Sincerely, Shaun N***

Hello,In response to the Client’s Dispute, I would like to address the following issues;1)    The Client states that RPM did not have authorization to renew the Lease in force.  In the Management Agreement, under section 2.11, the Client authorized RPM to perform lease...

renewals.  The Client did not advise RPM that he would like to increase rent prior to the renewal being sent.  Had he done this, RPM would have taken his request into consideration. The Client states that he wanted RPM to raise the rent from $1900 to $2300.  This is a 21% increase.  The second option proposed was from $1900 - $2100 for a 10% increase but then the tenant would incur the cost of landscaping and pool maintenance therefore bringing the increase cost to the tenant above 20%.  The Client previously agreed to cover the costs of these expenses.RPM’s policy is to raise rents 1% - 5% depending on the market.  RPM would never agree to the Client’s request as it is excessive and there is no merit for this request.  The client performing a bait and switch to increase profitability and/or is taking back an agreement that was previously made.  Though the client may feel that this is acceptable, RPM is not willing to jeopardize our reputation for this type of action and our real estate licenses represent that RPM will protect the public, including all of our Clients alike, at all times.  2)    The Client is stating that RPM does not have authorization to perform various activities in regard to the management of the home.   In the management agreement under section 1.2b, the Client has given RPM independent discretion.  RPM must manage all of our properties fairly and without bias. Under 2.7 of the management agreement, the Client has given RPM the right to perform maintenance on the property.  The Client agreed to provide service to the pool and provided RPM with the company which to use when performing this maintenance.  The pool pump was replaced because it was broken.  RPM has no way to determine if there was a box and a receipt present or the age of the pump and if there is a warranty unless we are presented with this information.3)    The client states that RPM is blatantly lying about the contract.  RPM will agree that it does not specify 4x a month for landscaping.  This is because there are reasons that can make it 2x, 3x or even 5x’s a month.  Since this property is occupied, the rainfall has been normal and the Client agreed to provide this service it is a common, industry standard to mow weekly.  4)    Client has stated that he has received rent after the 15th on several occasions.  The management agreement states in Section 2.8(c) that RPM will disburse on the disposition schedule, which is on the 10th – 15th of the following month and that this can take up to 4 business days to hit the Client’s bank account.   For clarification, if RPM collects March rent on March 1st, then RPM will disburse this on April 10th – 15th.  RPM has been processing our disbursements very early and usually the same month as rents have come in versus the following month so we are unsure of the issue here.  The client’s funds have been processed as follows;1/12/17, 2/14/17, 3/13/17, 4/11/17, 5/15/17 and 6/16/17.  These are all the same month that rents were collected.5)    The client has stated that they want to be included in EVERYTHING regarding the property.  RPM has advised that we are not able to make this promise as it is very unrealistic.  It is also the opinion of RPM that this client makes decisions based on monetary benefit versus policy, laws and facts.  RPM is not willing to risk our reputation for these types of decisions. Sincerely,Shaun N[redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Shaun N[redacted] of RPM has not adequately responded to this complaint nor made any resolution to do so. Mr. N[redacted] is mistaken regarding several of these issues including email responses, unauthorized repairs, and previous communications with his ‘managers.’  I have received poor customer service, so to be told that they have provided good customer service is an outright affront. Further, to assume that this is an ‘investment’ is incorrect – this is my home, not an investment property/business. To make the claim that I am unable to approve repairs because I am undercapitalized is far beyond the ability of RPM to determine. I have, in writing, stated that I had and would always approve repairs, but that I needed to be notified about them first (to which I was told, in writing, that I would be). RPM failed to follow through. I am insulted and will not be made to feel as if my distrust in RPM is unwarranted.  I have not been provided all of the paperwork for my house, nor have I been provided all of the funds based on the contract signed. All further action will be conducted through the court system, because, as Mr. N[redacted] states, his answers are not sufficient. Regards, [redacted]